Different agent status

Praveenkumarvpn · January 10, 2019, 5:56am

Hi,

In our environment we are observing different agent status. Agent is on call but ccpulse is showing Waiting for next call. How to check

Can anybody help me.

Thanks

cavagnaro · January 10, 2019, 12:25pm

Check StatServer

Praveenkumarvpn · January 11, 2019, 8:04am

Hi,

in stat server logs agent status looks fine. But in ccpulse the status is not updating.

Thanks

cavagnaro · January 11, 2019, 12:15pm

Reset TServer then

Praveenkumarvpn · January 29, 2019, 7:48pm

But End user states that is only for particular agent group.

cavagnaro · January 29, 2019, 8:11pm

So?

Enviado de meu SM-G9650 usando o Tapatalk

serkan_kaya · January 30, 2019, 12:41pm

Hi,

How many channels that your agent are currently using? and these are voice channel or non-voice channels?

Thanks..

Praveenkumarvpn · January 30, 2019, 6:51pm

Hi,

Agent is using voice,email,chat & sms.

We are observing issue for voice channel i,e. agent is on call but for voice channel it is showing as waiting for next call.

cavagnaro · January 30, 2019, 7:46pm

Reset TServer…

hsujdik · February 1, 2019, 3:52am

Can you share this piece of log that shows that Stat Server has the Status correctly?
Also, can you show how the statistic is defined on your template?

Praveenkumarvpn · February 8, 2019, 6:19am

Hi.

We have changed the view of the team lead who monitoring the agent. Will update on that shortly.

Thanks

Tambo · February 8, 2019, 1:16pm

use your routing stat server rather than a reporting one